Unable to active license

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When I try to active my license, I get an error: Unable to contact license server. After I click OK, I get another error: There was a problem validating SSL Certificates. I have tried reinstalling MBAM with the clean up tool and I have tried downgrading to an older version, but I still get these errors. Please help.

Once the file is downloaded, open your Downloads folder/location of the downloaded file

Double-click mb-support-X.X.X.XXXX.exe to run the program

You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.

Place a checkmark next to Accept License Agreement and click Next

You will be presented with a page stating, "Get Started!"

Click the Advanced tab

Click the Gather Logs button

A progress bar will appear and the program will proceed with getting logs from your computer

Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK

Please attach the file in your next reply. Before submitting your reply, be sure to enable "Notify me of replies" like so:

Click "Reveal Hidden Contents" below for details on how to attach a file:

Spoiler

To save attachments, please click the link as shown below. You can click and drag the files to this bar or you can click the choose files, then browse to where your files are located, select them and click the Open button.

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Thanks. Are you using any kind of proxy or VPN software by any chance? The reason I ask is because there is currently a known issue where, when any program is installed that uses the older Winsock/LSP protocol is installed (which is sometimes the case for proxy/VPN software as well as some software firewalls and some other network programs/tools) it causes Malwarebytes to be unable to reach its license and update servers.

If you aren't sure, then please do the following and I'll take a look as this tool should reveal whether any third party Winsock/LSP items are present:

Create an Autoruns Log:

Please download Sysinternals Autoruns from here and save it to your desktop.

Note: If using Windows Vista, Windows 7, Windows 8/8.1 or Windows 10 then you also need to do the following:

Right-click on Autoruns.exe and select PropertiesClick on the Compatibility tabUnder Privilege Level check the box next to Run this program as an administratorClick on Apply then click OK

Double-click Autoruns.exe to run it.

Once it starts, please press the Esc key on your keyboard.

Now that scanning is stopped, click on the Options button at the top of the program and verify that the following are checked, if they are unchecked, check them:

Hide empty locations
Hide Windows entries

Click on the Options button at the top of the program and select Scan Options... then in the Autoruns Scan Options dialog enable/check the following two options:

Verify code signatures
Check VirusTotal.com

Once that's done click the Rescan button at the bottom of the Autoruns Scan Options dialog and this will start the scan again, this time let it finish.

When it's finished and says Ready. on the lower left of the program window, please click on the File button at the top of the program and select Save and save the file to your desktop and close Autoruns.

Right click on the file on your desktop that you just saved and hover your mouse over Send To and select Compressed (zipped) Folder

Please run Autoruns again and navigate to the Winsock Providers tab and uncheck the box next to each of those items and restart your system then check to see if Malwarebytes is able to update and activate properly and let us know how it goes.

Thanks

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I disabled the two Bonjour entries in Autoruns, restarted the computer, and confirmed the entries were still disabled. I installed the newest version of Malwarebytes and attempted to activate my license. Unfortunately, I got the same two error messages.

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Thanks. You can go ahead and run Autoruns again and re-enable those two items by checking the checkbox next each one and they'll load normally the next time your start your system.

As for the continuing issue with Malwarebytes not activating, I'm not certain but I suspect either something is blocking the connection or it may be a problem with it not validating its security certificate correctly. Either way I'll request that a member of the Support team take a look and assist.

One of the Malwarebytes Support team members should be along soon to assist and hopefully get this issue resolved. Thank you for your continued patience. Hopefully resolving this issue won't take long.

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Please download the attached fixlist.txt file and save it to the Desktop.NOTE. It's important that both files, FRST or FRST64 and fixlist.txt are in the same location or the fix will not work.

NOTICE: This script was written specifically for this user, for use on this particular machine. Running this on another machine may cause damage to your operating system.

Run FRST or FRST64 and press the Fix button just once and wait.
If the tool needs a restart please make sure you let the system restart normally and let the tool complete its run after restart.
The tool will make a log on the Desktop (Fixlog.txt). Please attach or post it to your next reply.

Note: If the tool warned you about an outdated version please download and run the updated version.

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This worked great. I clicked Fix in FRST64 and then reinstalled malwarebytes. It immediately showed my account was active, no license key required. I was able to update signatures and run a scan. Thank you very much for the assistance.